You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
The Atlassian Community can help you and your team get more value out of Atlassian products and practices.
My IT department supports our customers (our very own corporate office) with IT and ERP support. Our customers may submit a ticket and not realize the scope of work. A 30 minute fix may be a week long project and so on. We would like to distinguish help desk issues from full blown projects. We've been doing this by resolving tickets under the category "project". This removes the ticket from our queue (which is a win). However, we no longer have the ability to update the customer on the project's status.
Summary: JSD is not a project management tool.
My solution: Move help desk tickets labeled as "project" to the Jira software queue. At least then we can utilize the kanban board functionality to update the customer.
Has anyone experienced a similar issue? Is this a flawed business process that can't be salvaged in Jira?
Any help would be greatly appreciated.
We use "Created Linked Ticket" option from "More" menu. It creates an automatically linked thicket with all the summary and description copied from SD ticket. You can put SD ticket in a different workflow state to indicate it is waiting implementation and stop SLA counters.